Google Duplex AI Ready to Replace Call Centers

Of course, as the market expands, so will the competition, and Google isn't the only major tech firm that sees opportunity in entering call centres.

One potential Google customer, a large insurance company, is looking at ways it can use the technology, according to the person with knowledge of the project, including for call centres where the voice assistant could handle simple and repetitive customer calls while humans step in when the conversations get more complicated. As we wait for Duplex testing to start rolling out publicly, a new report suggests that smartphone users aren't the only ones anxiously awaiting its debut, and that companies running big call centers are also taking a deep look at what Duplex could do for them.

It's not alone, either.

Meanwhile, the day appears to be coming soon when you pick up the phone to make that dreaded customer service call, only to be met not by a harried hourly worker but by a silky-voiced computer system on the other end that doesn't get ruffled, is abundantly helpful and quickly gets you whatever you need.

And where there are ghosts, there's a lot of revenue for the people behind the tech.

A report from The Information suggests Google may be making a play to find other applications for its human-sounding assistant and has already started experimenting with ways to use Duplex to do with away roles now filled by humans - a move that could have ramifications for millions of people. If it gets stuck, it can always refer the call to its human supervisor. Duplex can call them for you so you don't have to negotiate or be put on hold. "We aren't testing Duplex with any enterprise clients", a Google spokesperson told Gizmodo. Duplex is created to operate in very specific use cases, and now we're focused on testing with restaurant reservations, hair salon booking, and holiday hours with a limited set of trusted testers.

Google has issued a statement that says Duplex AI is completely focused on consumer uses right now and it has no enterprise deployment testing underway.

Google Duplex may have a solution to that problem by making the automated interactions less robotic and more life-like. Google may be on its way to use its human-sounding assistant for handling customer calls.

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